Dear American Airlines
Out of context: Reply #23
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- vaxorcist0
Yes, we can deride the evil marketing folks and the beancounters, but this exchange is something I wish I could have given my students when I was teaching a few years ago....
Two issues not brought up yet:
1. Sometimes bad design is good business, ask any supermarket architect, "staple" things people want are in the back so as to force people to walk past all the junk food... this would be considered bad UX but profitable... I also once worked at a place where we could reduce the number of clicks in our site to the most common pages, but we were depending on banner ad impression revenue, so that would lose us money.....2. Since most airline tickets are booked on Expedia, Travelocity, Orbitz, etc... an airline site may be less impactful to the bottom line than say, the quality of, uh, actual airline service..... so this may be somwhere where we over-rate our importance...